Volkswagen’s Blended Retailing format brings together ‘clicks’ and ‘bricks’. It is a strategy that combines the online world, the showroom experience and highly trained staff in a seamless journey through the vehicle purchase and ownership experience.
Blended Retailing is centred on understanding the customer’s journey from an interest in Volkswagen’s cars to eventual ownership. It incorporates www.volkswagen.co.uk, the Volkswagen showroom, written materials such as brochures and price lists, and the interaction between salespeople and the customer. Other elements include the test drive, emails, and telephone enquiries.
Perhaps the heart of the Blended Retailing toolkit is the tablet computer, which enables the customer to access a wide range of tools, for example they can spec their new Volkswagen, value their trade-in car, and see finance examples.
In 2016 Volkswagen’s Blended Retailing won the ‘Retail Innovation of the Year’ award at the Retail Systems Awards.
Das WeltAuto translates as The World Car and it represents Volkswagen’s commitment to providing the best customer experience when purchasing a used car.
Used cars sold through the Das WeltAuto scheme include a 12 month unlimited mileage warranty, 12 months’ roadside assistance and cover for the car’s next MOT. All of that is included in the price of the car.
Each car will have undergone a 142-point check and can be exchanged after 30 days or 1,000 miles, whichever is soonest, as long as it is returned in the same condition that it was in when it was collected. Cars also include five days of Volkswagen insurance.
Aftersales Digital Reception
ADR introduces a welcoming approach to servicing that keeps customers informed every step of the way. Using specially designed service reception areas, the very latest hand-held tablet technology and online ‘explainer’ videos, ADR gives drivers a more relaxed, enlightened and straightforward experience.
The ADR process has been created to give routine service customers a much clearer picture of what is happening to their car: from booking to job completion. Beginning with the ‘check-in’ process it sees an expert Service Advisor greet the Volkswagen driver with an electronic tablet-based arrivals form and inspect their car – taking photographs of its condition if required – and talk them through the selected service/maintenance process.
The thinking behind the new ADR process is to keep customers better informed about, and more involved in, their car’s servicing work at Volkswagen Retailers.